Staying on top of messages from customers for any brand, is a crucial customer service must-have. Whether it's answering phone calls or answer phone messages, to replying to emails or website request forms - it's important that queries are dealt with in a professional and timely manner.
Social media messages can often be overwhelming, particularly if there’s regular promotions, discounts or news that customers have questions about.
Here, we talk through 3 ways you can stay on top of your social media messages:
1. Use scheduling platforms useful features
If you use a scheduling platform, or don't, it's worth having a look into the features that they offer. Hootsuite, for example, hosts 'streams' so you are able to review your social media platform(s) without being physically logged into them at all times. It’s worth having open a few streams for each platform which can allow you to monitor each social media network's comment notifications and messages. This way, you won’t miss any comments from people, or leave questions or messages unanswered for long periods of time.
2. Create a general message that can be sent to all customers.
If you'd rather answer questions or talk to customers directly from a work email, it's worth creating an automated response to all messages. This will allow you to redirect messages to a place where messages are more frequently read and therefore can be quickly answered, such as an email address.
3. Answer FAQs on your social media or website
If you're finding that similar questions are regularly asked, why not ensure that they are all answered on your platforms. Create an FAQ page, or post answers to these questions on social media. If you’re finding yourself overwhelmed with messages on social media, these tips can help you to stay on top. It's important to remember to keep in mind that more personalised messages will get better responses, so try to ensure that all messages and comments are answered quickly and effectively. If you'd like help handling your social media, talk to Bigg today.